How to Spread the Spirit of Responsive Customer Service?
Establishing and spreading the spirit of serving the customers is always become a challenge, even for the number company. Here we no longer talk to the problem of individuals or teams vanguard, but the atmosphere and culture that not only is seen, but must also be felt in every word and action.
A survey data mentioned, about 60 percent of companies that try to infuse its corporate culture stagnation, not until the very end of the layer. What can we do to make the system in our business realize the importance of the responsive customer services?
Communication back and forth
Many directors and managers complained the long process of “buy-in” on the employees when doing “cascading” in the inculcation of values, such as the value “loving customer” or “loving quality.” Cascading word often used to describe the cultural socialization or the company’s values often makes us feel that in principle these values should spread from above. As if the doctrines that have been outlined, like the 10 commandments to be obeyed.
However, one must question our own, how effective values can grow within the individual and the team, if they had simply memorized without a deep appreciation? A company that commits to establishing value and corporate culture, very much aware that the discussions to gather input from below is very important. In the process of formation of values, we also need to realize that the doctrine in one direction will not produce the best results. Communication back and forth is necessary to ensure the growth of appreciation. Effective cascading activity must open the widest opportunity for individuals to experience, engage, discuss, discuss the cases in the field, and questioning the values that exist, so there is the inner dialogue that makes the value can grow and then take root.
